Mr. Wilhelm

Sam Wilhelm

Chef Concierge

Four Seasons Resort Maui at Wailea

Chef Concierge Sam Wilhelm has been immersed in the hospitality industry since he can remember. Born and raised in the quaint town of Hana, the namesake of Maui's most notorious road trip, Wilhelm's father was a Director of Food & Beverage at the Hotel Hana and his mother was a Front Office Manager. "Growing up, I was always at the hotel. My sisters even danced hula there," recalls Mr. Wilhelm. "And when we weren't there, we were having guests over to our home for dinner." Mr. Wilhelm still exudes the aloha spirit instilled in his childhood, and much of his focus at Four Seasons Resort Maui relates to showing his guests the beauty of the island and its native people.

The young chef concierge swiftly navigated up through the hotel ranks. At age 15, he became a concierge agent at Hotel Hana. After graduating high school, he moved into the Food & Beverage department. Three years later, he moved from Hana to the luxury resort area of Wailea, Maui, taking a position as a front desk agent at the Fairmont Kea Lani, where he stayed for five years, advancing to chef concierge. In 2011, Mr. Wilhelm joined Four Seasons "I wanted be part of the best," he says. A year later, he was promoted to chef concierge, heading the largest team of concierge in the company.

Mr. Wilhelm also holds the coveted golden keys of the Les Clef d'Or, which he earned in 2009. He regularly attends the association's annual congress meetings, developing initiatives to bring back to his island home and growing his network of his peers-the best of the best in the business. "My goal at the resort is twofold: first, to provide guests with a level of service that exceeds their expectations; second, to show them the real Maui, the one that I grew up with and that they can take home with them in the form of lifelong memories."

When Mr. Wilhelm is not behind the desk, he enjoys experiencing all his island home has to offer. He can often be found with family and friends, relaxing at the beach or dining at the island's most revered eateries-from chef's tables to holes-in-the-wall.

Mr. Wilhelm can be contacted at 808- 874-8000 or sam.wilhelm@fourseasons.com

Coming Up In The April Online Hotel Business Review




Feature Focus
Guest Service: The Personalized Experience
In the not-too-distant future, when guests arrive at a hotel, they will check themselves in using a kiosk in the lobby, by- passing a stop at the front desk. When they call room service to order food, it will be from a hotel mobile tablet, practically eliminating any contact with friendly service people. Though these inevitable developments will likely result in delivered to their door by a robot. When they visit a restaurant, their orders will be placed and the bill will be paid some staff reduction, there is a silver lining Ė all the remaining hotel staff can be laser-focused on providing guests with the best possible service available. And for most guests, that means being the beneficiary of a personalized experience from the hotel. According to a recent Yahoo survey, 78 percent of hotel guests expressed a desire for some kind of personalization. They are seeking services that not only make them feel welcomed, but valued, and cause them to feel good about themselves. Hotels must strive to establish an emotional bond with their guests, the kind of bond that creates guest loyalty and brings them back time and again. But providing personalized service is more than knowing your guests by name. Itís leaving a bottle of wine in the room of a couple celebrating their anniversary, or knowing which guest enjoys having a fresh cup of coffee brought to their room as part of a wake-up call. Itís the small, thoughtful, personal gestures that matter most and produce the greatest effect. The April issue of the Hotel Business Review will document what some leading hotels are doing to cultivate and manage guest satisfaction in their operations.